We need a worker who can support our IT incident remediation process. The role is essentially responsible for leading a "SWAT" call routine when a major Priority One (P1) service incident occurs. A few particulars related to the role are: • On average, we experience 30-35 P1 incidents per month (relating to system failures associated with IT infrastructure, applications, databases, etc.). • A cross-organizational remediation SWAT team is assembled each time a P1 occurs to troubleshoot and ultimately restore availability of the failed IT system. • Each SWAT team has a leader who is accountable for directing all remediation steps, ensuring fast and effective response, escalating to Anthem or vendor management when needed, determining a firm root cause, etc. • I would like these people to be contract-to-hire. If they satisfactorily fulfill what we need in this role during the first six months of this assignment, they will be duly considered for conversion to Anthem employee status. • These people should meet the following minimum level of experience: 10+ years of IT operations, organized/methodical approach to problem-solving, strong communications skills, "field general" team leadership skills, complex IT infrastructure experience, tenacious, persistent, collaborative, self-sufficient.Summary: IT Ops Incident Mgmt. Dir Responsible for incident avoidance and business recovery through extensive partnering with the business and working with cross-functional teams to create simplified triage plans that isolate root causes within very complex IT systems. Primary duties may include, but are not limited to: Lead resources to ensure that IT is in compliance with system and network service level agreements. Direct cross-functional teams to determine root cause of incidents and acquisition of resources to execute solutions. Using data, processes major incidents and makes assessments using deductive techniques to determine risk and cost to business. Manages internal resources and vendors to communicate and execute triage strategic recovery plans while ensuring minimal possible impact to business. Coaches resources to use instrumentation and data to anticipate and plan for incidents. Broad understanding of the business processes and baseline metrics for critical applications, systems and networks. Identify opportunities to improve results using targets or continuous improvement assessments. Research relevant trends and activities in healthcare, business, competition and regulatory environments; recommends strategy adjustments. Participates in enterprise planning activity, including vendor assessment, and prioritization and integration. Routinely acts as a subject matter expert for IT leadership. This role also engages in the oversight of chronic problem resolution and change management. Requires Bachelor's degree in related field with 10 or more years of experience in information technology or any combination of education and experience, which would provide an equivalent background. Preferred experience in one or more of the following: information systems, computer networking, telecommunications, storage, mainframe, systems development and management required; ITIL, ITSM Training preferred.
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